Hcdx Operations Manager

5 months ago


مصر, Egypt Majid Al Futtaim Full time

**ROLE SUMMARY**
The role of the HCDX Operations Manager is to overlook the daily workflow of the HCDX operations / support team who is in charge of receiving the tickets & responding to them. The role holder will also act as a focal point to handle complex issues. The goal is to ensure that the team is delivering an outstanding customer service in responding to questions and resolving issues, timely HC Systems to ensure a seamless delivery of high quality, timely, and accurate administrative and transactional s

**ROLE PROFILE**
- Support the HCDX Tower Lead on the effective management and delivery of the HCDX team of frontliners.
- Skillfully manage time to support multiple HCDX tickets / cases simultaneously.
- Oversee & track day-to-day support for systems’ implemented packages across the entire organization using support platform.
- Monitor & follow-up on the daily traffic of the tickets & assign to the current resources.
- Track tickets / cases progress to ensure timely and accurate delivery of the service ensuring exceptional service delivery to our valued stakeholders.
- Monitor & analyze the recurring problems to raise a flag to the consultants’ team for configuration.
- Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
- Ensure KPI’s are maintained and reported properly.

**REQUIREMENTS**
- 7+ years operational excellence, delivery management, account management, or vendor management experience.
- Certification in SAP or any SF module is a must.
- Strong understanding of HC processes and data, including eligibility and enrollment rules and benefit procedures.
- Graduate in a relevant/numerate discipline.
- Experience working with internal controls and regulatory compliance is a must.
- Experience in Payroll processes/SuccessFactors suite is a must.

**WHAT WE OFFER**
- At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us
- Work from any country in the world for 30 days a year.
- Work in a friendly environment, where everyone shares positive vibes and excited about our future.
- Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.


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